Prior to Feb-09, at no time in the prior 10 months was there ever a day where average time to answer was above 10 minutes (and glancing at the figures, the large majority of days boast sub-5 or even sub-3 minute averages). However, in Feb-09 there were 3 separate days where average time to answer was over 10 minutes.

Also, the monthly average time to answer has increased dramatically, up from around 1-2 minutes for the prior 9-10 months to 3.5 minutes in Jan-09 and now 6.5 minutes in Feb-09.

This would seem to correlate (naturally) to the increasing proportion of abandoned (ABN?) calls (35% of all calls in Feb) and it would seem consistent with anecdotes of longer wait times and abandonment by forum users. I'm curious whether this is a concerning statistics or whether it might just be a historically (or abnormally) busy period?

I think the phone system, and therefore the phone call statistics have been abnormal.

Offered calls in February are 'dramatically' higher - but I suspect this correlates to the abandon rate, and this is likely due to the premature termination issues identified by users (I don't think our staff are terminating such calls).